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Problem Solving &

Decision Making

Achieving Desired Results

Edge Training Systems Inc.

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Course Outline Definition Of Terminology Six Stage Problem Solving

Process Techniques Of Problem Solving

Gap Analysis, Brainstorming Tools Used In Evaluating Ideas

Knowledge Ranking Ideas, Pro-Con, Check Sheets, Impact / Implementation Analysis, Low Hanging Fruit Matrix

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Course ObjectivesAfter This Session, You Will Be Able

To…Understand how to define problems and the objectives for solving themLearn how to creatively solve problems through the use of various techniquesDemonstrate how to choose the best idea that will yield measurable resultsTake away a number of ideas that will become actionable items

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Farmer’s Land Bequest

Subdivide a farmer’s property upon his death into four pieces of equal size and shape for distribution to his four offspring. All land given to each offspring must be adjoining itself, and it can not be distributed piecemeal.

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Definition Of Terms Problem

A question or situation that presents doubt, perplexity or difficulty - something that needs to be corrected

Symptom A phenomenon or circumstance considered as

an indication or characteristic of a condition or event

Cause Something that produces an effect, result, or

consequence Solution

The method or process of solving a problem

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Problem Solving Video

As You Watch The Video, Please Take Note Of The Six

Steps In The Problem Solving Process

Record Your Ideas On Page #5 Of Your Workbook

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Problem Solving Process1. Define The Problem

Identify Root Cause, What Needs To Be Fixed?

2. Analyze The Problem Define Current State & Future Desired State

3. Develop Solutions Brainstorm Ideas

4. Evaluate Solutions Systematically Identify Drivers & Barriers

5. Choose & Implement The Best Solution Create Action Plans, Timelines, Measurable Results

6. Follow Up & Evaluate Progress Evaluate & Adjust Solutions

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Problem Solving Process1. Define The Problem

Get the facts, who, what, when, where, why, and how

Make sure that what looks like a problem is not just a symptom

Drill down to the cause of the problem by asking “why” a number of times

Look for something that changed at the same time the problem arose

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Root Cause - Ask Why?“My car doesn’t start.”Is that the problem? No, that is a symptom.

“Why didn’t the car start?” The battery is dead.Is that a problem or a symptom? Probably a symptom.

“Why did the battery go dead?”

This forces you to think of all the things that would kill a battery, like a bad alternator, a loose belt, lack of fluid in the battery, bad connection, left the lights on, etc, etc.

You check out all of these possibilities and you fix the true problem. If you had a bad alternator and had only replaced the battery, did you solve the problem?

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Other Tips / Summary

Asking “why” numerous times is the backbone of problem solvingThis helps you in determining root cause, to treat the true problems, not symptomsBreak complex problems into smaller parts and solve the small partsWhen having difficulty, step away, let it sink in and go back to it when you are freshInvolve other people with different points of view

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Problem Solving Process2. Analyze The Problem

Conduct a gap analysis What are we trying to accomplish Define the current & the desired state This shows you where you are and

where you want to be Prioritize if more than one objective is

identified to solve the problem

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Gap Analysis Activity

Complete A Gap Analysis

“Increase In Profitability”

Current State

Where You Are

Desired State

Where You Want To Be

Inefficiencies in productivity

Wasted resources, supplies

Too much overtime

Efficient productivity

Tighten belts on expenses

Additional staffing

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Drivers & BarriersThink Of The Forces That Will Support Or Block

The Implementation Of Your Plan.

List These “Drivers” & “Barriers” Below

DriversForces That Will Support Your

Plan

BarriersForces That Will Block Your

Plan

Increase In Productivity

Accounting Support

More Efficient Equipment

Vendors Reducing Costs

Higher Repairs & Maintenance

New Training On Equipment

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Problem Solving Process3. Develop Solutions

Brainstorm all possible solutions Requires group commitment Groups made up of people with

different points of view are more productive

Encourage participation and think the impossible is possible

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Brainstorming Ideas Allow time to think about the topic Break the group up into smaller groups Realign groups to expose people to new ideas Encourage people to speak their mind freely Incorporate activities that encourage movement Introduce a new train of thought or activity Actively engage people through questioning Sidestep to another thought on the same topic Take a break, add energy, humor or stimulation

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Brainstorming Rules No judgment – Do not criticize anyone’s

ideas Everyone must understand the objective Everyone must participate Quantity - Go for as many ideas as possible Wild ideas accepted - get playful, far-out Hitchhiking on other ideas is desired Switch your point of view. What if . . . ? Record all ideas

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Brainstorming Activity

Generate As Many Ideas As Possible

How Do We Increase Profitability?

Record Your Ideas On Page #13

Be Prepared To Report Out To The Group

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Idea Stimulators In a perfect world, what would this look

like? What if . . . ? What if a famous or historical person were

solving this problem? Asking Why? Why? Why? How else could this be done? What does this look like to the customer ?

. . . to another department ? . . . to a newcomer?. . to a child ?

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Questioning ? ? ? The key to generating a lot of ideas is to

ask a lot of questions Questions provoke a search for

knowledge and for understanding Ask who, what, where, when, why, and

how about all aspects of the problem to be solved

Questions lead to new thoughts, ideas and possibilities

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Mind Mapping Helps you to see the big picture visually. Helps you to identify the relationships

between processes and ideas. Helps you to organize your ideas into

groups/topics. Can be used with the other problem

solving techniques. Notes, Presentations, Planning Pondering Alternatives Starting A Project, Search Mode

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Mind Mapping Tips

Problem

New Idea

New Problem

New Idea

New Problem

Idea

Idea

Idea

Idea

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Mind Mapping

How Can We Increase Profitability?

Cut ExpensesInventory

Supplies

Products

Advertising

Cross Sell

Up SellRaise Prices

New Accounts

Cut Production

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Mind Mapping Draw A Mind Map To Generate

Ideas To Solve A Problem.

How Can We Increase Profitability?

Use Page # 17 To Draw Your Mind Map

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Problem Solving Process4. Evaluate Solutions Compare your ideas to your solution to

determine which idea will most completely satisfy the objectives

Be scientific by utilizing the methods of developing criteria

Make your solutions actionable Rate the potential of each item

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Today’s Methods: Rank The Ideas Using Current Knowledge Identify Advantages And Disadvantages Impact/Implementation Difficulty Analysis Complete A “Low Hanging Fruit” Matrix Compare Our Findings Based On Results

Evaluating Solutions

The Obvious Choice Would Be The Idea That Ranks The Highest Using All The

Methods

The Obvious Choice Would Be The Idea That Ranks The Highest Using All The

Methods

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Evaluating SolutionsHow Do We Increase Profitability?

Refer To Your Ideas On Page #13

Rank Your Ideas From 1 – 5

(Using Your Current Knowledge Base)

Record Your Top 5 Ideas On Page #19

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Evaluating Solutions

How Do We Increase Profitability?

Using Your Ideas On Page #19

Pick Your Top 3 Ideas

List The Advantages & Disadvantages

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Problem Solving Process5. Choose & Implement Best

Idea Choose the best idea based on evaluation Design an implementation strategy Create action plans, time lines, etc Assign tasks, goals & objectives Determine measurable results Create a contingency plan

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Impact / ImplementationIdea # Task or Action Business

ImpactImplementation Difficulty

1 Cut Expenses H L

L = Low, M = Medium, H = High

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Low Hanging Fruit Matrix

High

Medium

Low 1

Low Medium High

Level of Business Impact

Level of

Diffi

cu

lty

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Problem Solving Process6. Follow Up & Evaluate

Progress Follow through with solutions Establish accountability Monitor and track progress Evaluate results and adjust solutions Fall back on your contingency plan if

needed

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Problem Solving Process1. Define The Problem

Identify Root Cause, What Needs To Be Fixed?

2. Analyze The Problem Define Current State & Future Desired State

3. Develop Solutions Brainstorm Ideas

4. Evaluate Solutions Systematically Identify Drivers & Barriers

5. Choose & Implement The Best Solution Create Action Plans, Timelines, Measurable Results

6. Follow Up & Evaluate Progress Evaluate & Adjust Solutions

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Decision Making Skills

Your spaceship has just crash-landed on the dark side of the moon. You were scheduled to rendezvous with a mother ship 200 miles away on the lighted side of the moon, but the rough landing has ruined your ship and

destroyed all the equipment on board except for 15 items.

Your crew’s survival depends on reaching the mother ship, so you must choose the most critical items aboard

for the 200 mile trip to the rendezvous point.

Lost On The MoonLost On The Moon

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Lost On The Moon1. Working independently, rank your choices and justify each

choice (2 Minutes)

2. Break into teams and complete the exercise as a team

3. Compare individual rankings to group rankings

4. Do not assume that someone must win and someone must lose when discussion reaches a stalemate

5. Do not change your mind simply to avoid conflict

6. Avoid conflict-reducing techniques such as majority vote, averages, coin-flips and bargaining

7. Differences of opinion are natural and to be expected

8. Compare your rankings with those of NASA

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Lost On The MoonBox Of MatchesFood ConcentrateFifty Feet Of Nylon RopeSilk ParachuteSolar-Powered Heating UnitTwo .45 Caliber PistolsOne Case Of Dehydrated MilkTwo 100-lb. Tanks Of OxygenStellar Map (Moon’s Constellation)Self-Inflating Life RaftMagnetic CompassFive Gallons Of WaterSignal FlaresFirst-Aid Kit Containing Injection NeedlesSolar-Powered FM Transmitter/Receiver

Rank The Fifteen Items In Terms Of Their Importance

For Survival.

“1” Being The Most Important

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Lost On The MoonTwo 100 Lb. Tanks Of Oxygen Need Oxygen To Live, Most Important 1

Five Gallon Can Of Water Need To Survive, Replenish Fluids 2

Stellar Map )Moon’s Constellation) Primary Navigation Aid 3

Food Concentrate Means Of Supplying Energy Requirements

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Solar Powered Transmitter/Receiver Rescue Effort, Communications 5

Fifty Feet Nylon Rope Tie Together, Repel Cliffs, Pull Things 6

First Aid Kit With Injection Needles Safety, Contents May Have A Use 7

Silk Parachute Protection And Use As A Signal 8

Self Inflating Life Raft Used For Shelter Or To Carry Things 9

Signal Flares Distress Signal For Rescue, Mark Locations

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Two .45 Caliber Pistols Emergency Self-Propulsion 11

One Case Dehydrated Milk Bulkier Duplicate Of Food Concentrate 12

Solar Powered Heating Unit Of No Use Unless On The Dark Side 13

Magnetic Compass No Use, Different Magnetic Fields 14

Box Of Matches Useless, No Oxygen On The Moon 15NASA: Lost On The Moon Exercise

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Did We Survive?0-20 = Excellent:

You Survived And Saved Your Team !

21-32 = Good: You Made It Just In The Nick Of Time !

33-45 = Fair: Whew, You Were So Close !

46-70 = Oops: Don’t Worry, We’ll Alert Your Family !

71-112 = Oh Well: See You In This Same Class Next Week ?

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Problem Solving Tips

Six Step Process

Brainstorming Tips

Brainstorming Rules

Idea Stimulators

Evaluation Methods

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What Questions

Do You Have?